Q: Why does this account already have custom profiles?
A: All user customizations prior to the User Profiles release have been rolled into custom profiles to ensure a smooth transition. Each custom profile represents one or more users with a specific set of customizations. Here are some custom profiles you can expect to see:
- Administrative Manager - All existing Manager accounts will be rolled on to a custom profile called Administrative Manager. They will retain all of the same permissions that they have today. This means users will be able to view/edit all users and settings. However, this also means they will not have the ability to work leads unless their profile has the Work Leads permission enabled. To achieve this, Admins can either enable the Work Leads permission on the Administrative Manager profile if they want all current Administrative Managers to be able to work leads, or they can create a new custom profile with Work Leads enabled.
- Custom [role] 1, Custom [role] 2 - All existing user accounts with custom permissions will be transitioned to a custom profile with the same permissions that they have today. These profiles will be titled Custom [Role] 1, Custom [Role] 2, and so on. These profiles can be renamed or the permissions can be customized further to the customer's liking.
A: No, Teams are still optional. However, a user with a Manager based role must either manage teams or have the Manage All Users permission enabled in order to view other users' leads.
Q: What are the default permissions applied to each profile type?
A: Default permissions for the Rep, Manager, and Admin user roles can be found in Users, Profiles & Teams: Definitions. These are the settings that are automatically checked after a Default User Role is selected for a custom profile.
Q: Is there an easy way to update my team's settings so all reps share the same permissions?
A: To ensure all reps on a given team share the same set of permissions, assign each rep to the same Profile. All users assigned to a Profile will share that profile's permissions. Any changes to the Profile will affect all assigned users.
Q: A Rep needs to be able to Stop Messaging, how can this be done with User Profiles?
To allow a user to stop messaging, ensure the permission, Stop Messaging, is enabled for the profile assigned to that user or create a new Profile appropriate for the user. By default, Stop Messaging is enabled for Admin and Manager accounts but will have to be enabled for Sales Rep based accounts.
Q: Are all permissions set using Profiles now?
A: No, some types of permissions are still set on the User level to allow customization on a case by case basis. User level permissions include settings such as Dashboard Access, Vacation Days, and Custom Alerting.
Q: How will User Profiles impact Reporting and Analytics?
A: With User profiles, any user assigned a profile with the permission View Reporting enabled may access reporting. By default, this would be Manager and Admin Profiles. A custom Sales Rep role would be required to enable this permission for Reps.
Q: What access to editing their team's permissions does a Manager have?
A: By default, a manager can view their team's users, but can not make any changes. With Custom Profiles, a manager granted Manage All Users: Edit is able to edit their team's users, in addition to all other users ..
Q: When are Profile permission changes applied?
A: Changes are applied immediately and are not dependant on the user starting a new session.
Q: Is there a standard naming convention that should be used for custom Profiles.
A: There are no formatting requirements, but Conversica recommends using the real-life role or title that the Profile will be matched with. This reduces the chance for future confusion when it becomes necessary to change or assign profiles.
A: Only Admin users may create new users, but with custom profiles, any user granted Manage All Users: Edit is able to modify users.
Q: How do I change a messaging name?
A: With User Profiles, a user may set their own messaging name from User Settings if they have been granted User's Own Settings: Basic or Full.
A: If the user is assigned a Manager based role, but they have not assigned Teams. There are 3 possible solutions when this is the case.
- Assign a Team(s) to the user.
- Enable Manage All Users: View, this permission will allow the user to view all users, leads, and lead metrics
- If appropriate, enable Manage All Users: Edit. This will allow the user to edit the leads associated will all users.
- Select a different Profile which better fits the user's position and responsibilities.
Q: If a user was downgraded from an admin profile to a Rep profile, will essential alerts automatically be applied?
A: If the user's new profile is granted Work Leads, essential alerts will be required.
Q: What happens if an account has only one Admin and that user accidentally deletes themselves, or changes their assigned profile.
A: Conversica will not allow an account to exist without at least one admin, so if a user is the last admin account Conversica will display an error and prevent them from changing their profile or deleting themselves. If there is at least one other active admin user and the user attempts to change their profile, Conversica will provide a warning that they will lose access to edit profiles, but let them proceed if they wish. If they try to delete their own account with at least one other active admin user, Conversica will allow it, but require the user to type the word "DELETE" to confirm the action.
Q: How do I create a BDC Rep, Marketing Manager, or another common role?
A: Sample permission sets for a variety of roles can be found in Sample Roles & Permissions. Every case is unique, so your situation may require more or fewer permissions than are recommended for a given role, but the examples provided will serve as a great starting point!
Q: Is it possible to delete a user, profile, or team?
A: Yes. Users Profiles and Teams can each be deleted, should the need arise.
For details on deleting these elements, see the pages below.
A: When a user views a lead profile link (eg from an alert) and they are logged in with an active session to the dashboard, we will now use the logged-in user's permissions to determine if they can reply as assistant, add notes, etc... from the lead profile page.
If the user is not logged in, we will use the permissions of the user who received the alert. This is the behavior that was always used, prior to User Profiles.
This means that if a rep who does not have permission to RAA forwards an alert with a lead profile link to a user who does have permission to RAA, then the second user will be able to RAA from the lead profile page if they are logged in to their account.